Service Standards for Train Service & On-Board Service Employees
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Service Standards for Train Service & On-Board Service Employees Effective 12:01am, October 30, 2012 Manual No. 7 Transportation – Service Delivery ® 02-433 Receipt My signature indicates that I have received a copy of Service Standards Manual for Train Service and On-Board Service Employees, Version 7. Effective 12:01 am, October 30, 2012. I understand that I am responsible for reading and updating my manual and that I must follow the procedures outlined. I also understand that this receipt will be placed in my personnel file. Name: ________________________________________________________ Signature: _____________________________________________________ Date: _________________________________________________________ Issuing Location: _______________________________________________ Service Standards Manual No. 7 October, 2012 To all Co-Workers: This Service Standards Manual has been provided to ensure the delivery of consistent, high quality service to our passengers by both frontline and supervisory employees. It ties together, in a single reference document, many diverse company policies, procedures and standards that apply to the services our Train Service and On-Board Service employees perform. Read through this book carefully. Have it in your possession while on-duty for reference. It is our expectation that supervisors will enforce compliance with the Service Standards contained herein and provide coaching to our employees, every day. This Manual will be a dynamic document subject to frequent revision, simply because the business environment and customer expectations continually change. The most successful companies are those that envision change and make corresponding adjustments to their business practices and standards. Changes will be made to this Manual through the issuance of Operations Standards Updates, and actual revision pages that will be published semi-annually. The primary goal of this Service Standards Manual is to ensure that Amtrak employees deliver consistent service on all trains throughout our system. To that end, this Manual provides you with the most current Service Standards for the delivery of our service based on the new Amtrak organization. We’re all in this together, and your hard work and dedication are the keys to our success. Remember to stay focused on safety, on-time performance, revenue optimization, and customer services that exceed what our passengers expect. Sincerely, DJ Stadtler Vice President – Operations Service Standards Manual No. 7 Table of Contents Definitions & Abbreviations Definitions & Abbreviations ............................................ 1 Chapter 1 – Safety & Security Introduction .....................................................................1-1 Section 1 – Safety Introduction .....................................................................1-5 Safety Instructions for all Employees ..........................1-5 • All Employees .......................................................1-5 • Train Service Employees .....................................1-5 • On-Board Service Employees .............................1-5 Safety Instructions for On-Board Service Employees ..........................................................1-5 • Safety Calendar ....................................................1-6 • Safety Instruction Index ......................................1-9 • Safety Instructions ...............................................1-9 Job Briefing ...................................................................1-28 Train Inspections ..........................................................1-28 Boarding and Detraining .............................................1-28 • General Instructions ..........................................1-28 • High Level Platforms ..........................................1-29 • Low Level Platforms ..........................................1-29 On-Board Passenger Safety .........................................1-29 • Basic Passenger Safety ......................................1-30 • Passengers With Disabilities .............................1-30 • Announcements .................................................1-31 • Signage .................................................................1-32 • Emergency Equipment ......................................1-32 • Car Doors and Vestibules ..................................1-32 • Restrooms ............................................................1-33 Section 2 – Passenger Train Emergency Preparedness Introduction ...................................................................1-37 Emergency Preparedness Training .............................1-37 • Positions Requiring Training .............................1-37 • Training ................................................................1-38 • Employees Need Training To Work ..................1-38 Train Emergencies ........................................................1-38 • General Train Emergency Instructions ...........1-39 • Derailment ..........................................................1-41 • Head End Power Failure ...................................1-42 • Trespasser Strike, Grade Crossing Accident Or Other Critical Incident ................1-44 Service Standards Manual No. 7 i • Service Disruption, Catenary/Third-Rail Power Failure, Equipment Failure, En Route Termination Of Train, Etc. ................1-46 • Fire .......................................................................1-47 • Emergency On-Board Police Activity .............1-49 Non-Emergency Evacuation – Non-Station Train-To-Train Passenger Transfer – NEC ................1-50 • General Non-Emergency Evacuation • Instructions .........................................................1-50 • Passenger Transfer Between Trains Without • A Jumper Cable Or Transfer Bridge ..................1-51 • Passenger Transfer Between Trains With A Jumper Cable, Without A Transfer Bridge ........1-52 • Passenger Transfer Between Two Trains • With A Jumper Cable And Transfer Bridge .......1-54 • Passenger Transfer Between Amfleet Equipment (or Amfleet to Acela Equipment) With a Jumper Cable and G2 Transfer Bridge .. 1-56 • Acela-Folding Stairs ...........................................1-62 Emergency Evacuation ................................................1-69 • General Emergency Evacuation Instructions .........................................................1-69 • Evacuation Through End Doors Into the Next Car ........................................................1-70 • Evacuation Through Vestibule Side Doors ...........................................................1-71 • Evacuation Through Emergency Windows ..............................................................1-72 • Evacuation Using Acela’s EVAC-CHAIR ...................................................1-73 • Tunnel Information and Emergencies ............1-75 Unusual Occurrence Reporting Requirements .........1-77 • Examples of Qualifying Events and Not Qualifying Events .......................................1-77 • Reporting Qualifying Events .............................1-78 Section 3 – Terrorist Activity Introduction ...................................................................1-83 Bomb Threats and Unattended Items ........................1-83 • Bomb Threat .......................................................1-83 • Receipt of a Bomb Threat .................................1-83 • Types of Bomb Threats ......................................1-84 • Unattended Items Guide ..................................1-86 • Personal Safety Guide .......................................1-86 ii Table of Contents Chemical, Biological and Radiological Threats ........1-87 • Chemical Threats ................................................1-87 • Biological Threats ..............................................1-88 • Radiological Threats ..........................................1-88 Host Railroad and Amtrak Joint Security Procedures .......................................................1-89 • Notification ..........................................................1-90 • Response ..............................................................1-90 • En Route Train Inspection ................................1-91 • Standing Train Inspection...................................1-92 Section 4 – Law Enforcement and Firearms Issues Introduction ...................................................................1-97 Transporting Prisoners .................................................1-97 Firearms and Weapons On-Board Trains ..................1-97 • Law Enforcement Officers ................................1-97 • Firearms in Carry-On and Checked Baggage ...............................................1-98 Firearms Discovered in Carry-On Baggage .............1-98 • Threatening Situation .........................................1-98 • Non-Threatening Situation ...............................1-99 • Passenger Continuing Travel ..........................1-100 • Passenger Not Continuing Travel ...................1-101 • Passenger Incident Report (NRPC 3200) .....1-101 Chapter 2 – Injury, Illness and Reporting Injuries .............................................................................2-1 • General Instructions ............................................2-1 • First Aid .................................................................2-2 Illness .............................................................................2-15 • Suspected Food-Borne Illness Procedures ..........................................................2-15